Services Marketing 6th Edition by Valerie Zeithaml,Mary Jo Bitner,Dwayne Gremler

Exercise 8

Choose one or more of the human resource strategy themes (hire the right people, develop people to deliver service quality, provide needed support systems, retain the best people). Interview a manager in a service organization of your choice regarding his or her current practices within the theme you have chosen. Describe the current practices, and recommend any appropriate changes for improving them.